Problem Manager

Problem Manager

  • Location Swindon Head Office, South West England
  • Salary Competitive
  • Contract type Permanent
  • Closing date 19/04/2019
  • Ref R002800951
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Introduction

We need:
• A Problem Manager, based in Nationwide House, Swindon, to work in our Problem Management team  within our IT Operations function.
• Salary up to £61,201 a year (dependent on current salary and banding), based on a permanent, 35 hour a week, contract.

The aim of the Problem Management function is to identify and eliminate the interrelated causes of major unplanned service outages, both reactively addressing issues discovered during root cause analysis, and proactively identifying and eliminating deeper issues within all areas of an IT service’s lifecycle.

Who we're looking for

As a minimum requirement you’ll have:
• A broad technology background gained from a minimum 7 years in application and/or infrastructure roles.
• Creative thinking and problem analysis skills.
• Excellent verbal and written communication skills at all levels, including senior-level report writing.
• Good influencing skills and stakeholder management capabilities.
• Good facilitation and leadership skills.
• The ability to prioritise demanding workloads and challenge the status quo.
• Attention to detail as well as a big picture view.

It would be nice if you also had:
• ITIL foundation certification, with practical understanding of ITIL framework and best practice processes, with a minimum 3 years’ experience applying these in a complex IT environment.
• Experience of successfully delivering in a Major Incident or Problem Management role, preferably within the financial services industry.
• Experience of auditing IT processes.
• Continuous improvement, Lean / Six Sigma experience.

What you'll be doing

As a Problem Manager, you will drive investigations following unplanned service outages, participating in the Post Incident Review, you’ll chair and participate in workshops to identify and address the source & contributing factors of the IT service failure. You’ll facilitate and drive control failure analysis and resolve process and/or resource issues that may block progress. You’ll identify and progress resulting service & process improvement opportunities, liaising with and gaining buy-in from stakeholders. You’ll also work proactively, investigating thematic issues across the organisation to help drive IT incident volumes down.

Communicating progress of investigations is crucial, so you’ll cascade progress and associated findings at regular forums to senior executives.

Supporting the wider Problem Management community, you’ll also provide subject matter expert advice, guidance and education on Problem Management best practice to individual practitioners of the process.

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The extras you'll get

If you put a lot in, it’s only fair you should get a lot out. So if you help us do the right thing for our members, we’ll help further your career with us.

As part of our team you’ll get:
• Access to training to help you progress and develop your technical skills and career
• Pension scheme where if you pay in 7% we’ll top it up to 23%
• Life assurance worth 8x your salary
• 24 days’ holiday plus bank holidays
• The ability to 'buy’ up to 10 days more holiday
• Flexible benefits scheme giving you access to discount vouchers at various retail outlets
• Access to a Healthcare scheme
• Access to an annual performance related bonus scheme

Inside Nationwide

Inside Nationwide

Nationwide Locations

Nationwide Locations

Work with PRIDE

Work with PRIDE